Customer service is an ever-changing discipline as leaders shape contact center strategies around business needs, customer demands and technological developments.
Generative AI use cases are expanding rapidly, creating new self-service opportunities, but customer trust in the technology remains low. Agents are facing burnout, and managers are working to maintain a connected workforce in an increasingly remote environment.
These developments are happening alongside the constant pressure to provide reliable customer service while minimizing the cost to serve. There’s no one-size-fits-all solution, but considering the trends together, instead of in a vacuum, can provide some guidance.
CX Dive has collected some of the most impactful stories about the forces affecting contact centers, from costs to employee experience. Is there an aspect of call center operations you’d like to see us dig into? Send us a tip.
